Last week, we posted a blog that revisited the ever-important concept of offering incomparable customer service. In it, we offered three keys to doing just that. Finding ways to set your company apart from its competitors should be part of your daily routine. In today’s blog, we’ll take a look at four more steps to becoming a customer service champion.
Remember that when dealing with customers, you’re not just representing yourself – you’re representing your company. Similarly, when customers voice their complaints, they’re not commenting about you necessarily, they’re expressing a grievance about your business. Be sure to be able to separate personal attacks from business-related issues. Keep calm and professional and always seek to resolve problems without expressing your own anger.
“The customer sees you as an extension of your company,” says Gaetano DiNardi on Nextiva.com, “Unhappy customers may make abrasive remarks. They aren’t attacking you; they’re in response to a situation…You don’t argue/compete, you smile and help instead…Focus on understanding the customer’s problem and creating a positive interaction. Besides, getting defensive isn’t the most productive use of your time here.”
Do you truly know what makes your customers tick? If so, prove it! Being proactive is especially important when you foresee a problem occurring. Is one of your customer’s orders going to be late? Don’t sit and wait for him/her to call you with questions or concerns. Reach out to let him/her know about the delay.
As noted by Elen Veenpere on GrooveHQ.com, proactiveness in customer support stems from generally anticipating the needs of your customer. “A big part of that excellence is putting out fires before they even start,” she writes, “Intelligent companies stay ahead of customer issues by providing proactive—not reactive—customer care.”
About a month ago, we posted a blog about the importance of using positive language. We feel it necessary to remind you about it. Be sure to focus on the positive even when a negative issue arises. DiNardi offers a scenario when using positive language can work wonders in showing your company’s customer service excellence.
“Think about when a customer is looking for an out-of-stock item,” he writes, “Sometimes, they become irate when they find out that a store doesn’t have what they needed. Rather than saying, ‘we don’t have that part/product right now,’ turn it into a productive solution. Instead say: ‘It will be available next week. What is the best way to contact you once it arrives?’”
Don’t just accept customer feedback. Request it and make changes based on it! Who better to listen to when it comes to taking advice about how to better your business? DiNardi challenges business owners to send emails with links to surveys to their customers. “Customers are more likely to complete studies when there is a link right in front of them to click,” he notes, “You’ve also got to make sure you’re asking the right questions.”
Contact MeloTel today to get a dose of our customer service style! Please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website! Be sure to ask us about Single Number Reach!
“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"
“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"
“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s VXCO.net portal. READ MORE"
“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"
“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"
“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"
“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"